Remote Support Software Test by C’T (English Translation)

Remote Support Software Test by c’t (English translation)

Remote control software ISL Light Rating Vista assistance (UAC) Connection adjustment (Colours, Desktop background, Aero off, Region and application sharing) Reporting and session recording Setup and installation

very good good satisfactory poor very poor Remote support software test I c't Magazin, Issue 21 - 2008 Test I Remote support software

Reiko Kaps take control of client’s mouse or keyboard. Remote Desktop (RDP) tool built-in the Microsoft Windows or VNC (Virtual Network Computing) make resolving such situations Support providers easier. Desktop content of the remote computer is transferred through the network to Fast remote support for Vista desktop supporter’s monitor, who can in addition control the remote computer’s mouse and There is no need for driving to your parents, friends or customers when keyboard, or transfer files and short messag- they need help with their computers. Remote assistance applications es between supporter and user. that pass through remote firewalls and routers enable you to establish a connection with the remote computer over the Internet. We tested several Obstacles remote desktop support products in this c’t test. When a user starts a Windows Remote Desk- top software, her or his computer starts op- ystem administrators and helpdesk op- Normally, there are few instances where erating as a server, which offers its desktop erators in most cases remotely admin- advice on the phone can help solving solve over the network. When supporter wants Sister computers of their clients. Remote the biggest of problems, as the supporter to control this desktop, the network router maintenance software and private networks must explain every click of a mouse, ask for must forward the supporter’s request to make travelling to a customer unnecessary. the result of every action, and finally trust the client, which then forwards the Remote An ordinary computer whiz does not always the client to provide correct descriptions of Desktop port into local client network, of the have such refined infrastructure available, what is going on. Problems could surely be computer that is to be administered. The c’t when relatives or friends need help with Win- solved faster if supporter was actually able magazine’s remote maintenance tool [1, 2, 3] dows Vista, Word or printer. to see the remote Windows desktop or even reverses this procedure: VNC server on theI

136 c’t 2008, issue 19

Remote support software user side connects user invites the supporter. When the invita- or limit remote desktop to only specific parts to supporter’s computer. It is only the user tion is accepted an actual help session starts of the desktop or even individual application who has to engage port forwarding on the over a link on the web page. windows. Some even disable Vista’s 3D-look router, which sends data from the VNC server Other programs, such as Netviewer, during the session. Animation and transpar- to the VNC client (in this case supporter). fastviewer and TeamViewer do not have a ent windows cause additional traffic that Routers or firewalls cannot be set up web interface and authenticate towards the should be avoided especially with slow con- for port forwarding if supporter uses a mo- proxy server with a key, which is in fastviewer nections. bile connection or WLAN-hotspot. In cases, and Netviewer cases combined with the li- Even though the task is identical, the us- when supporter’s and user’s computers are cense: supporter and user need harmonized age concepts of test candidates differ sub- placed in local networks, they both use NAT software in order to make use of remote as- stantially. NTRconnect or Netviewer are more (Network Address Translation) to access web. sistance. Other freeware solutions, such as likely to be used for managing own comput- Therefore, such computers cannot directly TeamViewer and CrossLoop only need a one- ers or entire network. Others, such as Instant connect to each other. In these cases remote time password to establish a connection. Housecall or CrossLoop connect supporters assistance connections fail at the network with users, who need help with software or router. Criteria hardware installation. WebEx or pcvisit 8 or- ganize virtual meetings among users. All tested programs had to prove their abil- Web ambulance We tested the candidates’ procedures, ity to control user’s Vista desktop, which is including how supporter and user establish Remote support products which we tested accessing the Internet from a local network. a connection, using well tested remote con- are designed to perform the same tasks Supporter’s computer was also inside a lo- trol applications. Many programs prefer web as Windows Remote Desktop or VNC. The cal area network (LAN) behind a router that based setup, while others consist of separate remote desktop support products create a blocks unwanted data packages from the pieces of software for supporters and users. connection between supporter and user, but Internet. Only a few run without installation. Most pro- not directly between the two computers. Vista introduced User Account Control grams can be upgraded in license, which is Since both supporter and user have no (UAC), which controls startup of programs subject to additional costs. problems accessing the Internet, our test on the second desktop in the background. candidates forward the session through an When some software requires administrator additional commonly accessible computer. permissions, UAC covers user’s desktop with This in-between computer (proxy) creates a dialogue which requires the user’s permis- a session, which can be accessed by both sion. Some candidate programs leave UAC What we missed supporter and user and logged into by us- management to the local user or even cannot On closer examination, some of the earlier ing passwords or certificates. Proxy then in- work with UAC (e.g. CSpace). Others install a test candidates no longer met our criteria terposes between both sides and connects service or require administrator permissions or even completely failed our connection them by a data tunnel, enabling the support- to allow the supporter to confirm UAC dia- er to work on user’s desktop. logs and then control started programs (e.g. tests. Programs like Remotesupportsys- Many professional supporters miss ad- fastviewer). tem, Radmin and MSN Live Messenger fail ditional functionalities in freeware remote Remote desktop software VNC transfers when connections are made from a local maintenance programs such as actions log passwords, mouse movements and key- network to a local network and port for- or video recording of the session. This could strokes in a non-encrypted form. People who warding is therefore needed on network allow the supporter to prove his or her ac- use VNC therefore transfer data over SSH or router. tions in case of disputes. Many remote sup- virtual private network (VPN). Products we port programs enable file transfer, which is tested encrypt the data upon transfer using Netop On Demand froze right after the usually completely sufficient for small tasks. SSL or some other encrypting protocol. Users However, if entire hard disk or folders need program started because it could not identify towards the tested programs with find the MSVCR71.DLL library. Installation to be protected, a file manager or backup certificates or via HTTPS based login. program is a better choice. People who reg- program obviously did not install the file, Communication between supporter and ularly administer more than one computer which is also not a part of the standard user in most tested cases takes place over will appreciate computer management, as it Vista operating system setup. We ad- an in-between server, what in principle al- collects customer information, session pro- lows the server to record all transferred data. dressed a question to the Danish Netop- tocols and other data. Most of the test candidates are commercial Support, but are still waiting for their re- therefore there is no source code available spnse. Similarly,we were unable to create First aid so we have to trust the manufacturers that remote access session using Laplink Ev- 18 remote support programs had to prove encryption and overall security of the pro- erywhere, and are yet to receive suitable themselves in our test. They had to establish grams is handled properly. Only CSpace and support from them. a remote desktop connection between sup- Fog Creek Copilot allow an inspection of anti- porter and user, with both of them accessing theft protection in their code. In addition, just before the editorial dead- the Internet from a local network. Connec- Remote control software transfers graph- line, TeamViewer introduced a host mod- tion should be established without setting ical user interfaces of desktops. This means ule for their remote assistance software, up any port forwarding on router. that the amount of data to be transferred which enables administration of comput- Programs such as LogMeIn and Instant depends on number of colours shown on the ers that currently have no users logged Housecall are similar to a web service, which display and refresh rate. High values of these provide desktop over a browser or separate settings can quickly overburden slow con- on. Unfortunately, Citrix’s GoToMyPC has software. Supporters must log on to the web nections over analogue modem or mobile not been tested yet, therefore we will test page beforehand. Some candidates require access. Some test candidates offer extra op- this program, the TeamViewer Host and the supporter to be the one who invites the tions for such cases: automatically or by us- candidates Netop Ondemand and Laplink other side to the session over e-mail, Instant ing controls they reduce number of colours Everywhere in the next article. Messenger or phone, while in other cases transferred, turn off user’s background image

c’t 2008, issue 19 137

LogMeIn remote porter’s computer with no additional setup. support functions as In the menu the user can check connec- Add-on or Java-Applet tion status, abort current session or define time in the browser – if periods during which the user does not allow required, the program remote assistance. Additionally, he or she can can also show the turn off different parts of the Windows desk- desktop as a picture top – for example, supporter can be prevented and controls it over an from viewing the active e-mail client. input field. A window appears on supporter’s computer showing if users’ computers are currently available or if remote assistance is denied at a given moment. Management component lists all computers running the program with associated license. The program presents user’s desktop very accurately and can resize the display continuously, which is very convenient on smaller screens LogMeIn account. If more computers are to be Test configuration and when many computers are administered added to the list, supporter needs to log from Our test environment consisted of two simultaneously. those computers to LogMeIn using the same local networks, each connected to the Inter- Supporter’s software manages several account. This needs to be done at least once net through a router. One network was con- accesses and categorizes users’ computers for each computer. The functionality to invite nected to the Internet by a VDSL link, while into profiles that can be assigned to different remote computers is not available in the free the other connected to a high speed leased supporters. version of LogMeIn, which makes LogMeIn line (155 Mbit/s), with a firewall blocking Free more suitable for administration of sup- outgoing HTTP traffic. Unencrypted Internet porter’s own computers than for providing TeamViewer traffic passed through a proxy that respond- spontaneous remote help to third parties. ed to browser requests on port 8080. TeamViewer is free for private use and re- Following the installation, the supporter The supporter’s computer on VDSL-LAN quires no installation for its operation. How- simply starts the remote control session link was running Windows Vista Ultimate. The ever, it can be installed for permanent use. through a web browser, which installs re- supporter had to establish a connection and The manufacturer offers the program as full quired software as an extension. Therefore, remotely control the user’s computer which version, which contains both supporter and one finds several different procedures in the was in LAN, secured by a firewall and behind user functionality. Another module for cus- settings menu, such as ActiveX, Mozilla, Java a proxy. User’s computer was running Vista tomers does not include supporter’s func- and HTML. Because of the latter, displaying Business with 3D Aero graphic user interface tionality. It displays the desktop and takes the remote desktop is possible even in Linux. turned on. inputs through the Internet. However, management is rather peculiar in Our test measured the time needed for TeamViewer uses a special window to this case: windows cannot be moved by the supporter to access “Hosts” file in %WIN- manage the establishment of a connection. mouse, and an input form is used for send- DIR%/System32/drivers/etc directory using User sends an ID and password to the sup- ing keystrokes to the other computer. If Java Windows Explorer, open it with Notepad and porter, which are shown by the program on or Plug-in are installed in a browser, man- edit few lines of the file. In order to neutral- the left of the screen below the “Waiting for agement works the same way as in other ize possible false clicks we used the average connection” message. Supporter enters this remote access programs. Using LogMeIn, value of three measurements. Simultaneous- information into an input field on the right remote computers are managed smoothly ly, a special test program measured network side, selects connection type and starts and without noticeable delays, especially on load, to illustrate remote desktop support remote assistance. View and control direc- slow connections. software’s behavior at low speed links (see tion can be changed in a menu, if supporter Payable LogMeIn Pro is also able to ex- table on page 139). wants to show anything to the other side. change data and forward sound and print- In TeamViewer’s Options one can disable ing from the remote computer. User’s drives connecting to the Internet, making remote LogMeIn Free and Pro can be used as network drives and files can control work only in local network. Under LogMeIn offers the Free version of their soft- be synchronized between both computers. Settings there is an option to compose a text ware at no charge for private and commercial In addition, the program can invite other us- use. After logging on to their web page the ers by e-mail to a common remote assistance supporter installs client software on a com- session. puter. When password is entered the program transfers Windows desktop in one direction Netviewer remote admin and mouse movements and keystrokes in the Remote control solution of the German com- other direction. After installation of the client pany Netviewer consists of a program that software, the computer appears as a shortcut is installed on user’s computer and a cor- in the “My computers” tab in the supporter’s responding component which runs on sup-

Netviewer is able to reduce the size of displayed remote TeamViewer is free for personal use desktops to the size and connects two computers without of a post stamp. installation.

138 c’t 2008, issue 19

Instant Housecall provides users with a targeted call of an expert, who can use remote administration to help and consult with other professionals.

with URLs for program download and for- user starts the program, a session password is ward it using a standard e-mail client. created, which needs to be communicated to TeamViewer with its default settings al- the supporter. He or she then enters this ses- lows the supporter all actions and full con- sion password into the program, which cre- trol. To change default settings and confirm ates a connection to the user’s desktop. In our mouse and keyboard control to the support- tests CrossLoop still caused some problems: it er each time they connect, the user needs to disables the wallpaper, but does not disable activate this in Properties, Security tab. Team- the Aero background. Control over CrossLoop Viewer leaves the hassle of working with UAC feels slow, despite the high speed link. In ad- dialogues and programs, started via UAC, to dition, the program has problems with Vista’s the user. Only a warning is shown on sup- UAC dialogues, which cause premature termi- porter’s monitor. nation of the remote support session.

Instant Housecall WebEx WebEx is almost entirely a web service. Instant Housecall first requires the supporter Sessions in WebEx are called Meetings and to create an account on the web page and are started by the supporter in browser then install the software. Users follow a spe- interface. Then, one or more users are invited cial URL to install the necessary software and by e-mail or phone. Users can also sign in use it to connect to the specified supporter. a WebEx Meeting by providing a session If the assistant is not logged on at that mo- number. While signing in, WebEx installs the ment, user can leave a message and ask for connection program using ActiveX or Java, a return call. which then connects session members over During the session, a status window is remote desktop, chat or additionally VoIP. shown on the user’s side with information Alternatively, WebEx loads a management about key combinations for chat and termi- program that works without installation and nation of the session. The program not only adding extensions to the browser. When supports sessions for two participants, it a user enters a web meeting, only a chat makes it possible to invite other supporters window is displayed. if the first supporter needs additional help. All other connection settings are con- Instant Housecall is aiming at computer ex- trolled by supporter. He requests view and perts who offer services to their customers. control of a screen from the user and shows In addition, it has a charging module and his own desktop or grants remote control to customizable welcome web page. At the end other users. WebEx can limit the sharing to of the session the program automatically re- moves itself from user’s computer.

CrossLoop Beta version of the CrossLoop web service operates a database of IT experts, who offer their knowledge against payment to the customers. Software requires no account: if a

Remote assistance software CrossLoops connects two computers over remote desktop. However, in the Vista environment, remote control stops when UAC dialog pops up.

c’t 2008, issue 19 139

Remote control software Name LogMeIn Free LogMeIn Pro Netviewer remote admin TeamViewer Instant Housecall CrossLoop WebEx pcvisit 8 pcvisit 4 Remote Version 4.0.734 4.0.734 3.2.0 Build 1046 3.6.4682 4.2. (4.4 Beta) 2.2 (Beta) 6.5 8.2.1.2238 4.3.2.1950 URL www.logmein.de www.logmein.de www.netviewer.com www.teamviewer.de www.instanthousecall.com www.crossloop.com www.webex.de www.pcvisit.de www.pcvisit.de Producer / provider Logmein Logmein Netviewer AG TeamViewer AG Instant Housecall Inc. CrossLoop WebEx/Cisco pcvisit Software AG pcvisit Software AG Prerequisites Browser, Windows Browser, Windows Windows Windows, MacOS X Windows Windows Browser, Windows Windows Windows Account at provider � � – – � – � – – Without installation viewer/host – / – – / – �/ – �/� – / – – / – – / – �/ – �/ – Functions Connection information / breakup possible �/ – �/ – �/� �/� �/� �/� �/� �/� �/� Chat / Filetransfer – / – �/ � – /� �/� �/� – /� �/� �/� –/� Session recording (video) � � – � – – � � – Logging ODBC, Syslog, Text file ODBC, Syslog, Text file text file text file on website – (only with account) on website text file text file Only show / control – / � –/ � �/� �/� – /� �/ � �/� �/� – /� Parallel connections / Remote login �/� �/ � �/� �/ – �/ – – / – �/ – �/ – – / – Host can disable Input / Display �/� �/ � �/� �/� –/� – / – – / – – / – �/� Query at connection start / auto disconnect when idle �/� �/ � �/ – �/ – �/ – �/ – �/ – �/ – – / – Desktop region and application sharing – – – � � – � � – UAC / Admin programs control �/� �/ � �/� – / – �/� – / – �/� �/� �/� Remove desktop background / Aero off / Scalable view / Refresh �/�/ �/� �/�/�/� – /�/�/� �/�/ – /� – / – /�/ – – / – / – /� – /�/�/� – /�/�/� – /�/�/� desktop optional: chat, session recording, region Internet-Telephone, Camera, Control direction Extras sharing direct IP connection, VPN Payment and ticketing module change, desktop as whiteboard Telephone (VoIP) Automatic reconnect Costs – /1 host and 1 guest from Free for home use / License �/ – –/1 PC 55€ yearly – /1-year license from 388 € �/6 month license from 170 € – /from 50 $ a month � (Beta)/– – /1 month license from 45 € – /3 Installations from 790 € 271 € Trial version / Duration – /unlimited �/30 days �/14 days – �/15 days – �/14 days �/14 days �/14 days Technical characteristics Encryption AES 256 AES 256 SSL AES 256 SSL SSL SSL Blowfish 128 bit Blowfish 128 bit Connection establishment Server Server Server Server Server Server Server Server Server via Proxy � � � � � � � � � Rating Vista assistance (UAC) �� Connection adjustment (Colours, Desktop background, Aero off, �� Region and application sharing) Reporting and session recording � � � � � � � �� Setup and installation � � � �� 1 Colours, Desktop background, Aero off, Region and application sharing �� very good � good � satisfactory � poor �� very poor � existent – non existent n.d. no data

individual windows and is able to record en- pcvisit 4 Remote is therefore more suit- page is opened. tire session as a video. able for permanent help than for spontane- User creates a session on the web page ous rescue missions. Just as its big brother and supporter connects to it using suitable pcvisit 8 and 4 Remote pcvisit 8, it works with Vista’s UAC dialogues, session identification. The supporter is now which can be confirmed remotely. able to see and manage remote desktop or One or more participants can be invited to a allow control over his own desktop to the session by the pcvisit8 supporter. Users need Techinline user. Techinline displays no separated and to run a software module for connecting to permanent information regarding the status the supporter after the session number is In Techinline, a remote support session of the connection; this is shown in the brows- entered. When the connection is established is held completely inside a web browser. er window only. a yellow-grayish window is displayed, show- Content of the screen, mouse movement ing the computer is participating in a pcvisit and keystrokes are transmitted by software, UAC dialogues have to be confirmed on session.. installed by the browser when the web the managed (client) computer. Techinline is Users can mutually exchange view and control of their Windows desktop, start a conversation or transfer files. Supporter can record the session as video. pcvisit compos- es a log of the session and transfers speech over Voice-over-IP module to other session members. pcvisit 4 Remote from the same manufacturer can only connect 2 computers. User installs the host module of the soft- Remote access, ware. Supporter only starts a guest module, data transfer and which can be used without prior installation. chat are available User needs to communicate the session in- to all participants formation to the supporter, who then enters of remote support it into his guest module, which then estab- session that WebEx lishes a connection with the user and dis- starts through a plays remote desktop. browser.

140 c’t 2008, issue 19

pcvisit 8 collects all information about connection and connected users in a single window.

pcvisit4 Remote only connects two computers, but uses similar usage concepts as its big brother pcvisit 8.

c’t 2008, issue 19 141

Remote control software Name Techinline Remote Support Beam2Support Rapid Assist Anyplace Control NTRConnect Pro fastviewer ShowmyPC Free CSspace Fog Creek Copilot Version 1.2.0.4. 2.1.0.70214 nTeras Jaunt 1.75c32 4.6.0.0 1.0 2.6.011 2941 127 000197 URL www.techinline.com www.beam2support.com www.rapidassist.com www.anyplace-control.com www.ntrconnect.com www.fastviewer.com www.showmypc.com www.cspace.in www.copilot.com Producer / provider Techinline Limited BeamYourScreen nTeras Anyplace Control Software NTRGlobal Fastviewer GmbH & Co KG ShowMyPC Tachyon Fog Creek Prerequisites Browser, Windows Windows Windows Windows Browser, Windows Windows Windows (Mac OS X/Linux) Windows, Linux Windows, Mac OS X Account at provider � � � � � – – – � Without installation viewer/host –/– �/� –/– –/– –/– �/� �/� –/– �/� Functions Connection information / breakup possible �/� �/� �/� �/– �/� �/� �/� �/� �/� Chat / Filetransfer �/– –/� �/– –/� �/� �/� �/� �/� –/� Session recording (video) – � – – – � – – – Logging PDF and Excel file on Website, CSV-export – In host program on Website CSV data – – – Only show / control �/� �/� �/� �/� �/� �/� �/� –/� –/� Parallel connections / Remote login –/– –/– –/– –/– –/– –/– (license dependant) –/– �/– –/– Host can disable Input / Display –/– –/– –/– �/� �/� –/– –/– –/– –/– Query at connection start / auto disconnect when idle �/– �/– �/– �/– –/� �/– �/– �/– �/– Desktop region and application sharing – � – – – � � – – UAC / Admin programs control �/– �/– �/– �/� �/� �/� –/– –/– �/� Remove desktop background / Aero off / Scalable view / Refresh desktop �/–/�/� –/�/�/– �/–/�/� �/–/�/� –/�/�/� �/�/�/� �/–/�/� –/–/–/– �/–/�/� Direkt connection to LAN-PCs, encrypted file storage on server, Extras View direction change Desktop as Whiteboard Messages from Admin to Host KeyCard logon Whiteboard own SSH may be used as Rendezvous-Server Costs –/day license 5 $, month and Free for home use / License –/monthly 30$, 5 sessions 20$ –/from 35$ monthly –/ on request –/1 PC from 50$ for 1 year �/1 PC from 60$ per year �/from 107€ �/from 14$ for a month �/OpenSource time tariffs Trial version / Duration �/15 days �/7 days �/30 days �/30 days �/30 days �/connection limited to 5 Minutes2 – – �/15 days Technical characteristics Encryption SSL AES 256 SSL RC4 128 Bit AES 256 AES 256 SSHv2/AES 256 TLS SSL Directory-Server, Dynamic Hash Connection establishment Server Server Server Server Server Server SSH-Server Tables Server via Proxy � � � � � � � � � Rating Vista assistance (UAC) � � � �� Connection adjustment (Colours, Desktop background, Aero off, Region and application sharing) � � � � � � � � � Reporting and session recording � �� Setup and installation � �� 1 Colours, Desktop background, Aero off, Region and application sharing 2 upon request �� very good � good � satisfactory � poor �� very poor � existent – non existent n.d. no data unable to control programs started by UAC, Rapid Assist mouse click. Nevertheless, supporter cannot however, the connection remains estab- control programs started by UAC. Rapid Assist establishes a remote support ses- lished. Techinline does not turn off graphical sion following a login using the web browser. effects in Vista environment, which causes A software named nTeras Jaunt, needed for Anyplace Control control to feel somewhat lazy on slow con- starting the session, is installed automatically. User installs host module on his computer in nections. User is also able to enter an URL to connect to Anyplace Control. The installation program Beam2Support the session, which again requires an installa- checks for an account and if it has not been tion of the control software. created yet, it will create one at the manu- Beam2Support is straightforward and instal- Rapid Assist feels very easy to use: the facturer. Host module allows the supporter lation-free. Only an account has to be made main window displays information about the all actions on client computer. If user wishes on the manufacturer’s web site. When access session, access URLs and connection speed. to confirm supporter’s actions, a few options data is entered the program creates a session Remote support contains the whiteboard must be enabled beforehand. password, which is later used by supporter function, which can be used for marking Supporter controls the connection and user to connect computers. parts of the desktop, icons or menus and set- quality by setting number of colours Beam2Support can share only a region ting markers that remind users to perform a transferred, connection speed and image of the display as well as entire programs and the supporter can transfer the control of his screen over to the user. The program records the remote control session as a video, which can be played back in a Remote support separate player. software Techinline In Vista, Beam2Support is unable to con- connects Windows trol programs started by UAC. Its whiteboard desktops through a browser. Session function allows drawing signs on the other protocols and desktop. It is also possible to turn on an ad- transfer quality ditional mouse cursor, which can be used to controls are spot menus and icons. displayed as well.

142 c’t 2008, issue 19

transfer interval (refresh rate), all found in NTRconnect Free and Pro Admin module. In this manner the control NTRconnect creates an account on manufac- can still be reasonably acceptable even on turer’s web page during installation. Even if slow links and with 3D user interface turned Free version has been selected, the system on. UAC started programs can also be defines the version as Demo of the Pro re- controlled if Anyplace Control is started as lease. After logging on to the web page, the a system service. Anyplace Control can also browser displays a list of computers, con- connect directly to an IP address in LAN or nected to the account. Internet. Supporter can add a new computer to the list but first needs to login from that respective computer to NTRconnect and install necessary software through the web page. After installation the supporter is able to invite users using the software. Differences between Free, Demo and Pro version are not exactly defined: Pro version supports chat, which is missing in Demo version. Demo, though, does support file transfer. On our systems, NTRcon- nect displayed an error message when the remote support session finished, but apparently that did not have any further consequences.

fastviewer Beam2Support works without installation and is able not to show programs and Fastviewer is installation free for both us- parts of the screen. ers and supporters. Supporter first starts a

c’t 2008, issue 19 143

Remote suuport Rapid Assist runs over Connection settings can be quickly accessed and changed manufacturer’s web page – the installation also through a menu in the Remote desktop window in starts only after login. Anyplace Control. management module, which immediately seen or controlled by supporter. Supporter to the session. Manufacturer’s SSH server is creates a session password. User enters this can exclude user’s background from the used as the middle point, but you can use access code in customers’ module, which desktop transfer. Besides direct file transfer, your own server as well. establishes a connection to the supporter. this TÜV (German quality assessment com- User interface seems very clear and con- fastviewer authenticates both sides by pany) certified program can also transfer files sists of only a small number of control ele- checking software certificate. There is no by using encrypted deposition on server. ments. ShowMyPC uses built-in VNC server need to create an account on the manufac- to transfer desktop content, clicks and key- turer’s web page. ShowMyPC strokes. The program faces problems with If the user started customers’ module as Vista’s UAC dialogues: if UAC dialogues occur administrator, supporter can confirm UAC di- ShowMyPC connects two computers over during the session, ShowMyPC crashes. How- alogues as well as manage programs started remote desktop. Using a simple interface, ever, User Account Control can be manu- through UAC. fastviewer resizes transferred the program invites participants to a pass- ally deactivated in program settings. The desktop continuously and is able to black word protected remote support session. program does not turn off graphical effects out programs that are not supposed to be Supporter uses this password to connect of Vista’s desktop.

fastviewer can CSpace resize user’s In contrast with other test candidates, remote desktops CSpace puts its bets on the Instant Mes- steplessly, however senger concept. The program does not use administrator a central server and instead uses Dynamic rights are required Hash Tables (DHT). DHT creates a Peer-to- for running UAC Peer network among clients, which makes programs in the the central point redundant. CSpace users Vista environment.

NTRconnect shows settings and protocols in a browser, while the Displaying Windows desktop is shown remote control itself over a built-in VNC server in ShowMyPC, runs in an additional which is unsuccessful at Vista’s UAC window. dialogues.

144 c’t 2008, issue 19

identify themselves with a pair of keys, and Speed public keys are deposited on a list server 1 during installation. This is where you can Product Time in seconds Traffic in kBit/s (medium/max) better better find the appropriate public keys, based on LogMeIn Free 32,2 39,1/183,4 session identification and import them to LogMeIn Pro 32,2 38,7/182,8 your list of friends. If supporter wants to con- Netviewer remote admin 32,8 193,1/527,2 trol a remote computer from his list using TeamViewer 45 165,4/583,8 remote desktop, CSpace first asks for per- Instant Housecall 59 96/288 mission from the user on the other side. With CrossLoop 100 54/80 few access rules on the user’s side, requests WebEx 36,8 78,10/473 can also be permanently inhibited. pcvisit8 32,8 80/410 IM client connections are encrypted by pcvisit4 Remote 37,8 74/406 the program. You will not find any dialogues Techinline Remote Support 52,3 233/537 for specifying a proxy server in the user in- Beam2Support 48 177,78/261,6 terface of this open-source program, but Rapid Assist 43,6 160/400 this can be solved by setting the http_proxy Anyplace Control 32 254,61/573,8 variable. So far, remote control with CSpace NTRconnect Free/Pro 27 138,61/326,8 using VNC is not compatible with Vista: UAC fastviewer 36,5 111,34/472,40 ShowMyPC Free 73,5 120/340 dialogues end remote support prematurely CSpace 51,2 185/1088 and Vista graphical effects slow down the re- Fog Creek Copilot 78,9 240/960 mote control considerably. During our mea- 1 Time needed to open, change and save the Hosts file on the remote computer. surements, Aero was turned off and number of colors was reduced, otherwise the remote control was very slow and lazy. The program does turn off background on includes all remote support functionality in user’s side, but leaves Vista’s 3D interface Vista. TeamViewer and Beam2Support also Fog Creek Copilot and transparent windows turned on. We do not need installation, but are not fully also missed dialogues for setting number of compatible with Vista’s UAC. Those who need After logging in, supporter creates a session colours and other connection parameters. to administer Vista with UAC turned on, will on the Fog Creek web page together with User can abort connection at any time using almost inevitably have to use a commercial a twelve-digit session code. User uses controls in a large status window. product. the same number to log on to Copilot’s web page and downloads required client software, that runs without installation. Fog Conclusion Literature Creek, the manufacturer, configures the Users who only occasionally need to provide [1] Johannes Endres, Große Hilfe per Internet, program during download in accordance help to their friends, can use free options Windows-Fernsteuerung auf Doppelklick, with the session number, so the connection such as LogMeIn, TeamViewer or CSpace. If c’t 5/08, S. 124 to the correct supporter is established a larger number of computers require regu- [2] Andreas Beier, Johannes Endres, Apfel, weit immediately. lar support or if new customers need help vom Stamm Mac-Rechnern aus der Ferne helfen, Fog Creek uses VNC for transferring with setting up of their computers, payable c’t 13/08, S. 190 desktop content, mouse clicks and programs with additional functions, such as [3] Reiko Kaps, Ersthelfer für den Linux-Desktop, keystrokes. In addition, the company has Instant Housecall, Beam2Support, NTRcon- Hilfeleistung per Shell-Skript und Virtual disclosed all of the source code of their nect or Anyplace Control will be much more Network Computing unter X Window, software. In Vista, UAC dialogues have to useful.For web sessions with more partici- c’t 7/08, S. 194 be confirmed by the user, but then the pants we recommend programs like WebEx supporter can control programs started by or pcvisit 8, which also create session logs user account control. Program transfers files and capture videos of sessions. from the user to the supporter and vice versa. Fastviewer is lean, requires no installation However, a full scale file manager is missing. on either supporter’s or user’s computer and

Instant Messenger CSpace administers remote computers with Windows over VNC but the Display of desktops are resized freely in program freezes Fog Creek Copilot. If programs are started with UAC programs through UAC, the execution must be in Vista. granted by the user. c’t 2008, issue 19 145

Reiko Kaps Such functionality is provided by remote Criteria support applications, which are able to dis- Test computers were in separated local net- play user’s desktop over the Internet and works, and each network was connected allow the supporter to control the remote to the Internet through a router. Windows Private mouse and keyboard. Vista Ultimate was installed on the support- Four more candidates joined the group er’s computer. User worked on a computer of 18 remote support products, which we with Vista Business, with 3D Aero interface already tested in the article „Supporters“ in lessons turned on. c’t 19/08. Our test environment consists of Since several classic remote maintenance Another four remote support two computers, both running in a local area products for Windows Vista tools, e.g. VNC, get confused when they have network where Network Address Translation to deal with Vista’s User Account Control Remote support software enables the (NAT) is used to access the Internet. Sup- (UAC), the candidates had to prove they can supporter to establish a connection porter could be accessing the Internet over cope with it. UAC is running on the second a phone or WLAN hotspot. In contrast to the with a client and displays remote Vista Windows desktop and appears only when a remote access solutions, such as c’t maga- desktops over the Internet, regardless certain program in Vista needs administrator zine’s own remote support tool [1], the sup- of whether supporter and user are permissions. porter is not allowed to configure the rout- Remote support programs should be on the road, in an Internet cafe or on ers which are part of the test environment; a train. Time consuming phone calls able to encrypt data transferred over the therefore, port forwarding into the local Internet. A weak point may therefore be the and misunderstandings, as well as network and consequent direct connections manufacturer’s server, which operates as actual computer problems, have now between supporter and user are not pos- the middle point in the communication. In become a thing of the past. sible. However, both user and supporter can principle, it could also log communication establish outgoing connections to the Inter- between supporter and user. omputer assistance over the phone net. Remote support programs display the often faces terminology obstacles: As with previously tested programs, Team- user’s screen to the supporter and enable Cmany of the less computer literate viewer Host, GoToMyPC, Laplink Everywhere the supporter to control the user’s mouse users are unfamiliar with terms like startup and ISL Light also use an Internet server to get and keyboard. High colour depths, moni- menu, browser or file manager. If supporter connected and transfer remote support ses- tor resolutions and refresh rates can cause would be sitting next to the user, problems sions without interfering with routers, elimi- a large amount of data to be transferred, could be seen, recognized and solved faster. nating the need for network configurations. which can choke slow Internet connections.

166 c’t 2008, issue 21

3D Aero interface in Vista presents another connection failed. Supporter can listen to burden for the network with its animated outgoing sound from user’s computer. Print- windows and transparent frames. outs of remote programs can be redirected Remote support programs should au- to supporter’s printer. GoToMyPC also cre- tomatically or by using manual controls ates a list of One Time Passwords (OTP), switch off desktop background, Vista’s 3D which grant access to own computer and desktop or decrease number of colours. All offer a higher level of security than the per- of this helps unburden the network connec- manent password. tion. User interfaces of Teamviewer Host, GoToMyPC and Laplink Everywhere follow demands of users who need permanent re- Laplink Everywhere mote maintenance of their own computers. We did not test Laplink Everywhere in the ISL Light’s target group are users who offer previous test since their support depart- their services to others and solve problems ment had not resolved some problems until spontaneously. ISL Light needs no installa- In addition desktop content, GoToMyPC now, after a four week delay. To use Laplink tion on user’s or supporter’s computer and also forwards sound and print jobs. It Everywhere and access your own computer, works even on Mac OS X and partially Linux. creates one-time access passwords and an account must be created on the manu- Like programs from the previous test, invites supporter to your own computer if facturer’s web page and then the software manufacturers of Teamviewer Host, GoTo- needed. needs to be installed – only a browser is MyPC, Laplink Everywhere and ISL Light also needed for using the program. Access to the computer is then possible through the provide additional functionality, subject to supporter has full control over user’s com- Laplink web page: file transfer and remote additional costs or offer other packages in puter. their portfolio, which, for example, allow on- control are started from there. Teamviewer Host forgets to disable line meetings and presentations for multiple Laplink Everywhere uses not only its Vista’s 3D interface after logging on to a re- users. own built-it Remote Control 4 for Windows mote computer – a bug, according to the remote control. It also offers Secure VNC, manufacturer, which is going to be removed Teamviewer Host which has to be installed separately, as well in future releases. If Windows user is already as the Remote Desktop, which is available in Recently released Teamviewer Host is in- logged on, Teamviewer Host will do this some versions of Windows and can be acti- stalled as a system service. It does not create trick, which significantly improves perceived vated through desktop properties. remote support sessions by itself. Compared connection speed. If supporter logs off Win- Remote support through Secure VNC with the Full version some of the elements dows using the startup menu, Teamviewer and remote login are not possible in Vista. of the graphical user interface are missing. Host’s display freezes. Program has its own Both remaining remote control options can- The full version was already described in logout function, where this behavior does not resize remote desktops, while Vista’s UAC the previous test. Program waits for incom- not occur. dialogues and the programs which they start ing connections, triggered by supporter’s are fully controllable with Vista’s Remote Full version of Teamviever towards the Host GoToMyPC Desktop and Remote Control 4 without any computer. Authentication is provided by problems. static session ID and password, which are set After logging on GoToMyPC web page, the A file manager is available in Laplink Ev- at installation. Connection works even when user has to install the program, obtained erywhere for transferring data, which works no Windows user is yet logged on. from the manufacturer’s website. A pass- inside browser and allows the use of drag When supporter establishes a connec- word is set during installation, which is later and drop. In addition, the program can ex- tion, desktop view direction can be freely used for connecting through GoToMyPC web port Internet Explorer bookmarks and is able switched between supporter and user. Like page to the user’s computer. If one wishes to to show e-mail from Outlook or Windows Host-Mode in the Full version, Teamviewer access more than one computer, these com- Mail in its web interface. If Google desktop Host can also manage UAC dialogues and puters can be added through a web page of search is installed on remote computer, web programs, started by UAC. The program GoToMyPC. If the user needs help from other browser can be used for searching in remote only adds an icon to the task bar, which of- persons, icon in the task bar starts an invita- computer’s folders. fers some status information and provides tion function, which sends time limited invi- access to settings. In the default setting, tations via e-mail. Supporter receives an URL in the mailbox, which is used by GoToMyPC to start the program for showing desktop on supporter’s computer and establishes a new session. If user approves the connection or even control, his remote desktop is displayed to the supporter. On supporter’s side, GoTo- MyPC starts from the web browser, needs no installation and works in Windows, Windows CE, Mac OS X, Linux as well as in other Unix systems like Solaris. GoToMyPC manages UAC dialogues as well as programs, started with administrator Laplink Everywhere shows bookmarks and permissions. Embedded file manager syn- e-mail in the browser and uses Remote Teamviewer Host controls your own chronizes entire folders between both com- Desktop or built-in Remote Control 4 to unattended Vista computer over the puters. On the web page you can also find control a computer with Vista operating Internet. session history, including sessions where system.

c’t 2008, issue 21 167

ISL Light Speed Supporter needs to create an account at Product Time in seconds1 Traffic in kBit/s (medium/max) the manufacturer website before using better better ISL Light. Subsequent supporters can be Teamviewer Host 30,25 158,8/520 registered through the web page, which GoToMyPC 35,6 116,75/221 also provides session reports and sets con- Laplink Everywhere 42,74 67/360 ISL Light 30,31 85/440 nection defaults. After logging on, supporter 1 Time needed to open, change and save the Hosts file on the remote computer. starts ISL Light Desk directly from the website. The software runs without installation in Windows and Mac OS X. Linux users receive places and arranges user controls of the pro- desktop session. Even though it has some a distribution and browser dependent ex- gram in a clear manner, so they cannot be useful functions, such as display of e-mail and ecutable file .desktop (Opensuse, Firefox) or overlooked. desktop search within browser, Laplink Every- follow respective URLs for Debian and RPM where falls a bit behind because of its lack of packages (Ubuntu, Firefox), which are then Conclusion remote login in Vista. All four candidates mas- imported by the distribution specific packet ISL Light joined the group of candidates for its ter Vista’s User Account Control, with small manager. rapid and spontaneous help in Vista. Its rich differences when it comes to setting connec- Following start of the program, when sup- set of features, support for Vista’s UAC and fast tion quality, that is to switching off the 3D in- porter’s account details are entered, the appli- operation makes it stand alongside programs terface. (rek) cation generates a session code which can be such as fastviewer, but then it steps forward obtained by clicking the slightly unclear “get when it comes to platform independence. Literature code” button. Supporter then communicates Teamviewer Host and GoToMyPC can be [1] Fernwartungsgenerator bei heise Netze, the session code to the user. User starts the added to the group of programs intended for www.heise.de/netze/tools/fernwartung ISL Light Client and enters the session code. long term use like Logmein or Netviewer, all [2] Reiko Kaps, Souffleure, Schnelle Hilfe für Both sides can now send text messages using of which need to be installed prior to remote Vistas Desktop, c’t 19/08, S. 136 an Instant Messenger-like interface. Remote support is started by supporter who either offers his own desktop to the Remote control software other side or requests remote desktop and Name Teamviewer Host GoToMyPC Laplink Everywhere ISL Light control of user’s computer. If user grants this Version 3.6 4804 6.1 4.0 3.1.2 request, ISL Light Client displays a menu URL www.teamviewer.de www.gotomypc.com www.ll2go.com www.islonline.com bar with options to terminate the session Producer / provider Teamviewer GmbH Citrix Online Laplink XLAB or withdraw control of a mouse and key- Prerequisites Windows/Vollversion Windows Windows Windows/Linux/ board from the supporter. Program supports Mac OS X Account at provider – � � � 1 a Whiteboard function for drawing on or Without installation viewer/host �/– �/– �/– �/� marking areas of user’s desktop and can also Functions transfer audio and video, as well as record Connection information / breakup possible �/� �/� �/� �/� the entire session, if user agrees. A separate Chat / Filetransfer �/� �/� –/� �/� program replays these recordings or exports Session recording (video) � – – � them as MPEG, AVI or FLV. Logging text file on Website in software on Website, CVS-Export Administrator mode is activated auto- Only show / control �/� �/� –/� �/� matically whenever supporter starts Vista Parallel connections / Remote login �/� –/� –/� –/– programs that require administrator permis- Host can disable Input / Display �/� �/� –/– –/– Query at connection start / auto disconnect �/– �/� –/– �/– sions via UAC. The program user interface when idle appears very colorful at first; but it displays Desktop region and application sharing � – – � connection status information in several UAC / Admin programs control �/� �/� �/� �/� Remove desktop background / Aero off / Scalable view / Refresh desktop �/�/�/� �/�/�/� �/�/–/– �/�/�/� One time passwords, Remote Desktop and Extras Control direction change Print and Sound Secure VNC (not under Whiteboard, Audio and transmission Vista) Video, own Server Costs �/6 month license Free for home use / License –/from 16 € monthly –/from 8 € monthly –/from 100 € from 170 € �/15 days, Server Trial version / Duration �/14 days �/30 days �/15 days 30 days Technical characteristics Encryption SSL SSL SSL SSL Connection establishment Server Server Server Server (Grid) via Proxy � � � � Rating Vista assistance (UAC) �� Connection adjustment (Colours, Desktop background, Aero off, Region and application sharing) � � � � ISL Light is used by computer experts Reporting and session recording �� not only to help Vista users but also Setup and installation � � � �� to help users in Linux and Mac OS X 1 not necessary with Server license environment. �� very good � good � satisfactory � poor �� very poor � existent – non existent n.d. no data

168 c’t 2008, issue 21

© Copyright by Heise Zeitschriften Verlag GmbH & Co. KG. Publication and reproduction only by exclusive authorization of the publishing house Heise Zeitschriften Verlag. Articles »Support providers« and »Private Lessons« are the English translations of original German articles titled »Souffleure« and »Nachhilfe« published in c’t magazine in 2008, issue 19 and issue 21.